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May 2011
Microsoft Enterprise Communications Support
Microsoft Store Event - Bellevue, WA
Nick Rosenfeld – Issaquah, WAPrincipal Escalation Engineer (UC) – 11 Years @ MSFT
At Microsoft• Support Engineer (Exchange Server)• Technical Lead (Exchange)• Escalation Engineer (Exchange)• Escalation Engineer (Live Meeting, OCS, Lync)• Principal Escalation Engineer (Unified Communications)
Prior to Microsoft• System Administrator at Florida Museum of Natural history (3 years)• Microsoft College Hire
Education Background• BS degree in Decision and Information Sciences from the University of Florida
Personal• Hobbies & interests – travelling, live music and playing squash
Commercial Technical Support
Highest level of SupportHelps small businesses and Fortune 500 companies
Deep troubleshooting of configuration issuesDebugging / Code level analysisPartner with Product Groups
3
Microsoft Confidential
System CenterAdvisor
5
The System Center Advisor Story
A Microsoft engineer “checklist”• Missing updates• “Configuration” Advice
• Critical Events• Support Polices
Update the checklist with new advice regularly
Now store it in the cloud and share with CSS
Give you “up to date” Microsoft knowledge to help you prevent problems and react to critical situations in the form of an
automated system
Customer experiences
rules
+configuration history!
System Center Advisor Customer Benefits
Increase awareness and proactively
avoid problems with server deployments
through ongoing assessment and
alerting of configuration from a
cloud service
Resolve issues faster by providing Microsoft
or internal support staff current and
historical views into configuration to get up to date solutions
for issues
Help reduce downtime and
improve performance of servers through
proactive scanning for known
configuration issues and comparison with
best practices. System Center Advisor is a cloud service that proactively scans a customer’s
server environment to help them gain insight into server configuration problems, resolve issues faster with support staff, and reduce server
downtime, all with the security features to meet customer needs.
Help resolve issues faster
Help reduce downtime
Proactively avoid problems
System Center Advisor Features
Help reduce downtime
Proactively avoid problems
Help resolve issues faster
• Alerts for unpatched, misconfigured, unsupported configurations
• Ongoing assessment of server configuration, with weekly
summary email
• Assess and understand configurations from virtually anywhere
• SQL Server knowledge & Windows Server knowledge
• Comparison with best practices
• Access centralized data of a deployment’s configurations
• Access current and historical configuration data
• Share server configuration data with internal or Microsoft
support staff
• Instant access to guidance and forums related to identified
issues
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How Does it Work?
Customer Datacenter
Collected Data
Knowledge & Content
Private Network
Analysis & Aggregation
Web SiteEnd User
Advisor Cloud Service• Uploaded data is analyzed• Alerts and recommendations added
to customer portal
Agent
Gateway
Agent & Gateway
Legend
Web Portal• Review alerts and solutions• Review configuration
• Agents are installed on each server and run continuously• Internet connected servers upload data daily• Agents in private networks can route through an internet
connected gateway• Collected data is written to a file for customer visibility
Daily upload from customer• Alerts• Configuration
Periodic download to customer• Updated rules • New configuration
points
Microsoft Customer Support Services and Product
Teams
9
Viewing a Set of Alerts
10
Available Online Now www.SystemCenterAdvisor.com
Steve Justice – Issaquah, WAPrincipal Escalation Engineer (Exchange) – 13 Years @ MSFT
At Microsoft• Support Engineer (Exchange Client, Outlook)• Technical Lead (Outlook)• Escalation Engineer (Outlook, Exchange)• Principal Escalation Engineer (Exchange)
Prior to Microsoft• Military Intelligence (Electronic Warfare) with US Army• Systems Administrator at USA.Net, Colorado Springs School District
Education Background• MS degree in Computer Information Systems from the University of Phoenix
Personal• Hobbies & interests – skiing, boating, traveling with family
Microsoft Confidential
Remote Connectivity
Analyzer
Ever seen this?
CAS
AD
MBX
Hub
CAS
AD
MBX
Hub
DNS
ISA
CAS
AD
MBX
Hub
ISA
Web Site
www.TestExchangeConnectivity.com
CAS
AD
MBX
Hub
ISA
Web Site
www.TestExchangeConnectivity.com
CAS
AD
MBX
Hub
ISA
Web Site
www.TestExchangeConnectivity.com
Step 1: Lookup domain name in DNS
Walk through each step…
Returned IP address: 145.65.1.124
Step 2: Connect to IP address 145.65.1.124 on port 443
Connection established
Step 3: Verify certificate
Common Name doesn’t match
Microsoft Confidential
ToolsAuthoring and
Publishing
3-Part Series on Debugger Extensions Mar. 2011 : Fundamentals May 2011 : Output June 2011 : Clients and Callbacks
Writing Debugger Extensions
Debugging more efficiently/correctly
ProcDump and system tools available on Microsoft TechNet via: www.SysInternals.com
MSDN Magazine – Debugging API
Andrew Richards (Senior EE)Reviewer: Drew Bliss (Principal SDE)
Brunda Nagalingaiah – Issaquah, WASenior Escalation Engineer 11 Years @ MSFT
At Microsoft • Support Engineer (COM/MTS, Windows Application Compatibility)• Technical Lead (Developer Support Messaging API’s)• Escalation Engineer (Outlook)• Senior Escalation Engineer (Exchange)
Prior to Microsoft• Application Developer at SAS Solutions in India (3 Years)
Education Background• Bachelor of Engineering in Computer Science from Bangalore University
Personal• Live in Redmond with husband and 2 Children
Love being at Microsoft supporting customers!!!
Microsoft Confidential
Exchange Best Practice Analyzer
Exchange 2010 BPA
Scans Exchange environments to identify known issues
Customers
CSS
PG
Exchange 2010 BPA
Rules suggested, written, tested by those who know customers best – Escalation Engineers!
New rules added regularly
Available at: http://technet.microsoft.com/exchange
Customers
CSS
PG
More Information
Talk with any of the Microsoft CSS Team Members here tonight
Contact [email protected]
Visit: http://www.microsoft-careers.com/go/Customer-Support-Jobs/194487/
